Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shop@englandhockey.co.uk. Please note that returns will need to be sent to the following address:
The Hockey Store RETURNS
1 Manor Way
Old Woking
Woking
Surrey
GU22 9Jx
United Kingdom
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at shop@englandhockey.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@englandhockey.co.uk.
BESPOKE/ CUSTOMISED PRODUCT RETURN
Unfortunately, any item of clothing that has been customized (I.e player name/nickname/surname, number, and any other form of personalization) cannot be returned. Customised products cannot be re-sold so ensure when ordering that the size, colour, and type of garment is correct.
FAULTY ITEMS
In the majority of such cases, once we receive the item(s) we will forward the item(s) to the relevant manufacturer for inspection. Please note manufacturers can quote up to 28 days for repair of goods but we will keep you informed of its progress. If a product is repairable, it will be repaired and not replaced. If the item is not repairable, we can replace it, or offer a suitable alternative if this is not possible.
**Please be aware - that any previous season or 'special offer' hockey products returned are unable to be replaced with the current season's model. A refund or suitable replacement will be offered instead.
HOCKEY STICK RETURNS
Sticks do occasionally suffer from manufacturing faults. These are often easily identified and become apparent within a short period of use. Sticks that suffer from these faults can be returned and will be replaced or refunded at the stick manufacturer’s discretion. We do NOT accept returns of any hockey sticks older than 6 months, EVEN if you have bought at the end of the season or have been injured for a long period of time and not played.
Owing to modern playing surfaces and the nature of the game, sticks do suffer from significant wear. Wear to the head, damage caused by stick contact, paint damage, rattles and vibrations are just some bi-products of a stick’s use which do not constitute a fault. Manufacturer’s warranties also do not cover damage to the edge of sticks caused by reverse stick hitting. If you wish to discuss potential faults before returning items, please feel free to get in touch.
Some suppliers will request a receipt or a form of proof of purchase when a stick is returned. Therefore as always we strongly recommend you retain your receipt or order confirmation so that an exact age of the product can be established.
**Please note: Reverse hitting edge damage - If you hit the ball with this area of the stick, you do so entirely at your own risk. While the FIH (International Hockey Federation) rules allow reverse edge hitting, please note that the warranties from stick manufacturers DO NOT cover this type of damage. We are unable to offer a replacement or refund for damage caused by hitting the ball with either edge of the hockey stick.